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CriticalRiver Elevates Real Estate & Hospitality Leader’s Revenue Through Seamless Salesforce Integration

Impact Delivered

  • 25% Improvement in customer retention
  • 30% Increase in cross-sell and upsell revenue
  • Implemented targeted email campaigns
  • The Customer

    The Customer

    The client is a privately owned company that specializes in blending best-in-class real estate with five-star hospitality, offering luxury destinations, town centers, residences, offices, street-front retail, and a world-class resort. The client was facing several challenges in ensuring customer loyalty and outreach, streamlining event management, and optimizing constituent outreach and fundraising efforts.

  • The Challenge

    The Challenge

    3D-Priniting-Challenges-Img.jpg

    The customer presented CriticalRiver with several challenges that required resolution. The primary challenge was to drive increased brick-and-mortar retail activity amidst declining foot traffic in malls across the region which led to the following challenges

    • Inability to effectively target prospects
    • Underutilization of Salesforce campaigns and email templates
    • Challenges in managing campaign governance and customer experience due to inconsistent content
    • Data synchronization issues affecting cross-sell and upsell revenue
    • Lack of a formal platform to measure and target effective charities for fundraising efforts
  • The Solution

    The Solution

    CriticalRiver provided a comprehensive solution to address the client’s requirements covering the following aspects:

    • Segregated data into segments based on preferences using Marketing Cloud Automation
    • Established the connection between Salesforce Service Cloud and Marketing Cloud
    • Implemented Marketing Cloud Approval Processes for multiple approval teams
    • Utilized Marketing Cloud Journey Builder for personalized onboarding journeys
    • Integrated CDP, Service Cloud, and Marketing Cloud for seamless data flow
    • Enabled customer preference updates and targeted email campaigns
    • Tracked customer interest and attendance at special events
  • Solution Components

    Solution Components

    Salesforce Service Cloud and Salesforce Marketing Cloud

  • The Results

    The Results

    • Successful integration of Salesforce Service Cloud, CDP, and Marketing Cloud
    • Launched targeted email campaigns
    • Improvement in customer retention
    • Increase in cross-sell and upsell revenue

Impact Delivered

  • 25% Improvement in customer retention
  • 30% Increase in cross-sell and upsell revenue
  • Implemented targeted email campaigns

The Customer

The client is a privately owned company that specializes in blending best-in-class real estate with five-star hospitality, offering luxury destinations, town centers, residences, offices, street-front retail, and a world-class resort. The client was facing several challenges in ensuring customer loyalty and outreach, streamlining event management, and optimizing constituent outreach and fundraising efforts.

The Challenge

3D-Priniting-Challenges-Img.jpg

The customer presented CriticalRiver with several challenges that required resolution. The primary challenge was to drive increased brick-and-mortar retail activity amidst declining foot traffic in malls across the region which led to the following challenges

  • Inability to effectively target prospects
  • Underutilization of Salesforce campaigns and email templates
  • Challenges in managing campaign governance and customer experience due to inconsistent content
  • Data synchronization issues affecting cross-sell and upsell revenue
  • Lack of a formal platform to measure and target effective charities for fundraising efforts

The Solution

CriticalRiver provided a comprehensive solution to address the client’s requirements covering the following aspects:

  • Segregated data into segments based on preferences using Marketing Cloud Automation
  • Established the connection between Salesforce Service Cloud and Marketing Cloud
  • Implemented Marketing Cloud Approval Processes for multiple approval teams
  • Utilized Marketing Cloud Journey Builder for personalized onboarding journeys
  • Integrated CDP, Service Cloud, and Marketing Cloud for seamless data flow
  • Enabled customer preference updates and targeted email campaigns
  • Tracked customer interest and attendance at special events

Solution Components

Salesforce Service Cloud and Salesforce Marketing Cloud

The Results

  • Successful integration of Salesforce Service Cloud, CDP, and Marketing Cloud
  • Launched targeted email campaigns
  • Improvement in customer retention
  • Increase in cross-sell and upsell revenue

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